服務品質對顧客滿意度與顧客忠誠度之影響:以VNEX匯款服務為例

The Effects of Customer Service Quality on Customer Satisfaction and Loyalty: The Case of VNEX Money Transfer Service

範明莊(MINH-TRANG PHAM)

指導教授 ： 張鐵軍

朝陽科技大學/管理學院/企業管理系/碩士(2018年)

摘要

來台之越南勞工人數眾多(佔來台外勞人數比率第二多)，因此外勞匯款回其母國的需求也十分龐大。基此，台灣本研究調查了客戶服務質量對客戶滿意度和忠誠度的影響。數據來自在VNEX中進行匯款交易的客戶。本研究根據Parasuraman等人（1988）提出的SERVQUAL模型來設計調查問卷，共發出300份調查問卷，收到286份有效調查問卷。實證結果顯示服務質量，顧客滿意度和顧客忠誠度之間具有顯著正向影響關係。

關鍵字

匯款服務 ； 顧客忠誠度 ； 顧客滿意度 ； 服務品質

並列摘要

This study investigates the impact of customer service quality on customer satisfaction and loyalty. Data collected from the customers who conducted the money-transferring transaction in VNEX. In this study, the SERVQUAL model, proposed by Parasuraman et al., (1988) has been applied in designing the questionnaire by using the five facets of service quality including Tangibility, Reliability, Reactivity, Authenticity, Concerning. A total of 300 questionnaires were sent out and 286 valid surveys were received. The empirical results show a correlation in the relationship between service quality, customer satisfaction and customer loyalty.

並列關鍵字

Customer Loyalty ； Customer Satisfaction ； Service Quality ； Money-Transferring Service

參考文獻

REFERENCE

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